Frontline Heroes

Call Queue

If your company has a customer call center or experiences high call volume, call queuing would be a perfect option for your team. A call queue allows you to put callers in a waiting line until an agent is available to help them. While queued, callers will listen to music on hold and, depending on the configuration, may have options to leave the queue. 

Advanced Call-Queue Options Include:
  • Queue Intro Message

  • Music/Message On Hold

  • Skills-Based Routing

  • Expected Wait Times

  • Callback options

  • Queue/Agent Ringout Timer

  • Log Out Agent On Missed Call

  • Forward If Unanswered

  • Agent Auto Answer

  • Queue Voicemails

Queue-Routing Options Include:
  • Longest Idle

  • Ring All

  • Linear Hunt

  • Linear Cascade

Wallboards

GenVox call queuing comes with powerful analytics and wallboard application. Boards are highly customizable for a custom look and feel while maintaining ease of use. Create limitless custom boards to share with your team and/or customers without needing to download any software. Visual and audible alerts can be configured to make you already to any thresholds needed.

 

Customizable data types for your wallboards include line charts, stat blocks, gauges, tables, grids, notes, and iframes.

 

SMS Queuing

Communicate the way your customers do with SMS queuing. Any business number can allow SMS text messages. Assign agents to the SMS queue as you would a call queue to reply to customer needs as they come in.

 

Call Reporting

Call reports can show you a variety of results based on your company's call activities. Once these reports are generated, you can use the result logistics to adjust employee and system practices to better optimize workflow. One report can save hours of work in the long run, and dozens of call reports can be made using company criteria.

Popular reports include:
  • Calls Waiting

  • Average Waiting Times

  • Average Hold Times

  • Abandoned Calls

  • Call Volume

 

Call Recording

With GenVox, you can record calls on the phone system and store the audio files in the cloud without taking up space on your computer.
Access recordings on the fly for quality assurance or training purposes. Record calls from a specific phone or for your entire organization, and listen to recorded calls from your computer.